Police customer care, standards, and response times

Mark Charlesworth made this Freedom of Information request to West Yorkshire Police

West Yorkshire Police did not have the information requested.

From: Mark Charlesworth

5 March 2009

Dear Sir or Madam,

You state in your pledge that you aim to get to all 999 callers
within 10 minutes. How many callers to 999 received police
attendance within 10 minutes, and how many within 11-20 minutes,
and how many 21 minutes plus? For 2001, 2002, 2003, 2004, 2005,
2006, 2007, and 2008. I do not require a monthly breakdown, just
annual figures.

You also state in your pledge that you ‘Always treat you fairly,
with dignity and respect, ensuring that you have fair access to our
services at a time that is reasonable and suitable for you.’

Please could you confirm how much ‘customer care’ training officers
receive and how they are generally monitored in this respect.
Please could you also confirm for each year 2001 to 2008 inclusive
how many upheld complaints in total were received regards attitudes
of police officers and civilians towards the public.

Please also furnish me with the West Yorkshire Police pledges for
2001 to 2008 inclusive.

Yours faithfully,

Mark Charlesworth

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West Yorkshire Police

6 March 2009

Attachment Freedom of Information Letter Accepting Request 144115188075933641.pdf
47K Download View as HTML

Please find attached an acknowledgement of your Freedom Of Information request
Regards
Claire Vickers-Pearson
Freedom of Information Team West Yorkshire Police
01924 292719
01924 292202

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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West Yorkshire Police

6 March 2009

Mr Charlesworth,

I write in relation to your recent Freedom of Information request.
In order for us to best respond to your request, we require some clarification.

You asked the following question:
Please could you also confirm for each year 2001 to 2008 inclusive how many
upheld complaints in total were received regards attitudes of police officers and
civilians towards the public.

Our Professional Standards Department have advised that there is no category specifically for
attitude in relation to formal public complaints. The following categories fo exist:

Oppressive conduct and Harrassment
Discriminatory behaviour
Lack of fairness and impartiality
Incivility, impoliteness and intolerance.

Could you please specify which you would like information on?

Your request will be placed on hold until you provide this clarification.
If you do not provide this within 60 days, it will be assumed that you no
longer wish for us to proceed with the request.

Regards,

Claire Vickers-Pearson.
Freedom of Information Project Officer.
West Yorkshire Police.

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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From: Mark Charlesworth

6 March 2009

Dear Sir or Madam,

Firstly thank you for your swift reply.

Incivility, impoliteness and intolerance is the category I would
request information on. Please could you provide also then, total
complaints annually for all categories but as one figure per year
in addition to the specific category.

Yours sincerely,

Mark Charlesworth

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From: Mark Charlesworth

4 April 2009

Dear Sir or Madam,

This request is currently overdue a response from West Yorkshire
Police. By law, the response had to be prompt but no later than 3
April 2009. Under the Freedom of Information Act you should have
replied by now, and are breaking the law.

Yours sincerely,

Mark Charlesworth

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West Yorkshire Police

6 April 2009

Dear Mr Charlesworth,
We acknowledge receipt of your recent email correspondence.
Please accept our apologies for the delay in responding to your request.
This is due to a large number of requests currently being received and
dealt with, by West Yorkshire Police.
Your request is being dealt with as a matter of priority and a response
will be issued shortly.

Regards.

FOI Team
West Yorkshire Police

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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West Yorkshire Police

7 April 2009

Dear Mr Charlesworth,
With regards to your recent email, the title included the phrase, 'Internal Review'.
However, the context of the email did not refer to carrying out an internal
review of this request.
Could you please clarify how you wish us to proceed with this request.
Should we treat this particular email as a chase email or as a request for an internal review?

Regards

FOI Team

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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From: Mark Charlesworth

7 April 2009

Dear Sir or Madam,

I suggest that West Yorkshire Police have poor detective and
investigative skills.

As the title said internal review then I am requesting an internal
review as to why I have been delayed.

In addition I would also like to receive the data at some point
soon. Please could you let me know a given date when you can
guarantee a full response to my FOI request?

Yours sincerely,

Mark Charlesworth

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West Yorkshire Police

8 April 2009

Attachment Freedom of Information Partial Disclosure 144115188075933641.pdf
49K Download View as HTML

Attachment 77769 Charlesworth V3 1 JM CVP 144115188075933641 1.doc
108K Download View as HTML

Attachment FOI COMPLAINT RIGHTS.doc
28K Download View as HTML

Please find our response to your request
attached letter of response here
Regards
Claire Vickers-Pearson
Freedom of Information Team West Yorkshire Police
01924 292719
01924 292202

Freedom of Information - Partial Disclosure - 144115188075933641.pdf
77769_Charlesworth_V3[1]JM-CVP_144115188075933641[1].doc
FOI COMPLAINT RIGHTS.doc

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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West Yorkshire Police

8 April 2009

Attachment Appeal Ref A0008 2009.doc
91K Download View as HTML

Dear Mr Charlesworth,
Please find attached your FOI Internal Review Letter.
Regards.

FOI Team
West Yorkshire Police
Appeal Ref A0008_2009.doc

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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West Yorkshire Police

15 April 2009

Attachment A0008 Outcome of Appeal Letter Charlesworth.doc
354K Download View as HTML

Dear Mr Charlesworth,
Please find attached your Outcome of Appeal Letter.
Regards

FOI Team
West Yorkshire Police
A0008 - Outcome of Appeal Letter (Charlesworth).doc

_________________________________________________

LOCAL POLICE UPDATES: Use your postcode to read local news from your
Neighbourhood Policing Team, and sign up for free email updates,
on http://www.westyorkshire.police.uk/npt

This email carries a disclaimer, a copy of which may be read at
http://www.westyorkshire.police.uk/email...

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Things to do with this request

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